Customer Service Specialist

Company Description Schey Insurance Agency is a personal insurance advisory firm that helps clients find the best rates and coverage for their auto, home, and commercial needs. Representing over 35 insurance companies, the agency is able to shop the market on behalf of clients while still delivering attentive, personalized service.

About the Role

We are looking for a highly organized, proactive, and detail-oriented Operations Manager / Client Experience Lead who thrives in fast-paced environments and takes ownership without needing constant oversight.This role is ideal for someone who:

• Enjoys talking to people
• Good at creating structure and organization
• Takes ownership without being micromanaged
• Communicates proactively
• Follows through relentlessly
• Notices details others miss
• Thrives in fast-moving environments

You will work alongside our AI Receptionist answering calls, a virtual assistant, you will help manage service workflows, client communication follow-up, renewals, internal processes, and backend coordination while working directly with the agency owner.

Responsibilities

Client Service & Operations

• Oversee daily service workflows and task management
• Ensure client requests are responded to within service standards
• Coordinate renewals, endorsements, billing questions, cancellations, and policy changes
• Manage follow-up from Sonant AI receptionist calls and messages
• Handle escalated client service situations professionally and efficiently
• Monitor and maintain AgencyZoom task hygiene and workflows
• Coordinate backend processing with offshore support team members
• Follow up with carriers and underwriting departments
• Identify workflow inefficiencies and recommend improvements
• Help create and improve operational processes and SOPs

Team & Workflow Coordination

• Prioritize incoming requests and delegate appropriately
• Keep tasks from falling through the cracks
• Maintain clear communication with the agency owner
• Create accountability and operational consistency
• Assist with retention-focused client service initiatives

What Success Looks Like

• Clients receive timely and professional communication
• The service department runs smoothly and proactively
• Tasks are organized, tracked, and completed consistently
• The agency owner is no longer trapped in day-to-day service chaos
• Renewals and client follow-up happen proactively
• Internal systems become more organized and scalable

Qualifications

Preferred Experience

• Insurance agency experience strongly preferred
• Strong customer service experience required
• Experience with AgencyZoom or agency management systems is a plus
• Property & Casualty license preferred

Candidates without an active license must be highly motivated and willing to obtain licensing quickly.

Desired Traits

We are looking for someone who is:

• highly organized and detail-oriented
• proactive and self-directed
• calm under pressure
• technologically capable and systems-oriented
• an excellent communicator
• fast-learning and adaptable
• accountable and dependable
• able to manage multiple priorities simultaneously
• comfortable working independently
• naturally solution-oriented

Compensation & Benefits

• $55,000–$62,000 annual salary depending on experience
• KPI and retention-based bonuses
• Paid time off
• Paid holidays
• Weekends free
• Health insurance benefits after 90 days
• 401(k) benefits after 90 days
• Growth opportunity into larger operational leadership roles